Chapter 12

What is an enterprise resource planning (ERP) system?

A set of information systems tools that are used to manage an organization's resources and enable information flow within and between processes

On a recent trip to my local grocery store, I noticed that ping pong balls are available for sale in the same aisle where beer and other spirits are sold. What component of a CRM likely made the management at this store consider placing these items next to each other?

Analytical

_____________ is the unification of business processes previously performed as separate activities, in order to create cohesive and streamlined business processes.

Business integration

Which of the following can be used to gain insights into the preferences of customers?

CRM

While trying to research a paper for your philosophy class you notice that the circulation desk at your university library has a live chat option. You immediately think back to this course and correctly identify this as:

Collaborative component of a CRM

Which of the following best describes a system that helps an organization manage multiple interactions with its customers?

Customer Relationship Management

Which of the following is not a benefit of a CRM:

Customer backlash

Which of the following is not a phase in the Customer Service Life Cycle?

Dismiss

What is the largest benefit of a successfully implemented ERP system?

Efficiency

The CRM that has been implemented for your organization is also integrated with the Supply Chain Management system. This means that as soon as an item is ordered from your e-commerce site, the supply chain is notified, and production is notified. What phase of the Customer Service Life Cycle is being served in this example?

Fulfill

The Human Resources department has an information system that helps them gather information on employees. What type of perspective is represented in this example?

Functional

Information systems that are built to meet the needs of individuals at a given level in the organization represent which perspective?

Hierarchical

What do the operational components of a CRM accomplish?

Improve day to day interactions with customers

What is a primary focus of supply chain management (SCM)?

Inventory cost reduction

Which of the following is not a disadvantage of an ERP system?

It may not work better than the previous system.

____________ is when firms are able to maintain the lowest level of inventory while still being able to fulfill demand.

Just-in-time inventory

If your organization is interested in implementing a CRM and cost is a concern, what type of CRM implementation is best for your organization?

On-demand

What is an information system that serves the needs of the individual called?

Personal Information Systems

Many software organizations offer limited support at no charge for a period of time after purchase. What phase of the Customer Service Life Cycle is being served in this example?

Service

What type of information system would executives typically be interested in using for decision making?

Strategic

Which of the following tracks inventory across the organization?

Supply Chain Management (SCM)

What type of information systems would middle management typically be interested in using for recurrent, semi-structured decision making?

Tactical

The marketing department is attempting to determine the price of a new product the company is developing. What aspect of the Customer Service Life Cycle is the department working on?

Transact

In contrast to ________, ERP applications make accessing information easier by providing a central information repository.

legacy systems